American Auto Guardian. Inc.

She is my wife and spoke with AAIG aswell so I told her to respond for me..Thank you [redacted]

We have received the Revdex.com email dated January 25, 2018 enclosing the complaint of [redacted] requesting coverage for repairs to her 2008 Dodge Ram 3500 under her Wheelz Vehicle Service Contract.   A review of American Auto Guardian, Inc.’s (“AAGI”) file indicates that...

[redacted] at Boyd Chrysler/ Dodge/Jeep of South Hill called AAGI on November 15, 2017 to start a claim because the vehicle’s transmission did not shift properly. An independent inspector was sent to determine the cause of the problem and the extent of any damage. The inspector found that the transmission had a broken plate on the side of the valve body due to improper disassembly by the repair facility. The Wheelz Contract provides in Exclusion 19 that breakdowns due to improper repairs are excluded from coverage.   Ms. [redacted] purchased the Powertrain Plus (PTP) coverage under her Wheelz Contract.  The Wheelz Contract is a multipage document.  In the text on the first page, below the Optional Coverages/Surcharges section and above the signature line, it states:  “PLEASE READ THIS VEHICLE SERVICE CONTRACT CAREFULLY, including the terms and conditions on the attached pages.  It contains the entire agreement between you and us, and supersedes any oral or written statements made to you with respect to the amount of coverage to which you are entitled.…BY SIGNING BELOW, I ACKNOWLEDGE THAT I HAVE READ, UNDERSTAND AND ACCEPT ALL THE TERMS AND CONDITIONS OF THIS VEHICL SERVICE CONTRACT, AND THAT I AM NOT RELYING ON ANY ORAL OR WRITTEN REPRESENTATIONS THAT ARE NOT CONTAINED HEREIN.”    Section A, “DEFINITIONS,” of Ms. [redacted]’s Wheelz Contract provides under Limits of Liability that, “If the Optional PTP ACV Surcharge Box has not been checked on the front page and the appropriate surcharge has not been paid…then Powertrain Plus terms of 24 months or greater have a $3,500 limit of liability.”  The PTP ACV Surcharge Box was not checked, nor was the surcharge paid.  Therefore, the limit of liability is $3,500.   Based on the language of the Wheelz Vehicle Service Contract and the inspection report, AAGI could have properly denied coverage of the claim under Exclusion 19. However, as a matter of good will and without admitting any liability, AAGI determined to provide coverage up to the limits of liability.   Although Ms. [redacted] contends that there is nothing in her contract that provides “any kind of ceiling or limit or cap with regard to coverage amounts,” as stated above that is not the case.  The first page of the Wheelz Contract states that it is a multipage document, and that she has read and understands all the terms and conditions.  If Ms. [redacted] did not receive the entire Wheelz Contract, she should contact the dealer.  AAGI was not present at the transaction, and the dealer is an independent company over which AAGI has no control.

We have received the February 2, 2016 Revdex.com email forwarding the complaint of Bruce [redacted] regarding the cancellation refund for his AutoGuard Vehicle Service Contract.    A review of American Auto Guardian, Inc.’s (“AAGI”) records shows that we received Mr. [redacted]’...

request to cancel his AutoGuard Vehicle Service Contract on January 6, 2016. In accordance with the terms of his AutoGuard Contract, Mr. [redacted] is eligible for a full refund of the purchase price.   AAGI cancelled Mr. [redacted]’ Contract as requested. On January 14, 2016, AAGI issued a check to Mr. [redacted]’ selling dealer, Ray [redacted], for the amount AAGI received from Ray [redacted].  The dealer is to add the amount it received on the sale of the AutoGuard Contract, and then remit the total refund amount to the lienholder.  If Mr. [redacted]’ loan account has not been credited with the full cancellation refund within 7 days from the date of this response, Mr. [redacted] should contact Ray [redacted] as to the status of his refund.

Initial Business Response /* (1000, 5, 2015/06/11) */
Mr. [redacted] called American Auto Guardian, Inc. ("AAGI") to start his excess wear and tear claim on May 19, 2015. On May 28, 2015, AAGI received some of the documents necessary to process Mr. [redacted]'s claim, but some of those documents were not...

legible, particularly the inspection report photos. Although AAGI has still not received all the necessary and required claim documents in a legible format, as a matter of customer goodwill, AAGI has authorized payment of Mr. [redacted]'s $295 excess wear and tear claim. Payment to the lienholder will be sent next week.
Initial Consumer Rebuttal /* (3000, 12, 2015/06/22) */
[redacted] Motors still has not received payment as of June 22,2015.
Final Business Response /* (4000, 14, 2015/06/25) */
The check was issued the week of June 15 and was sent via first class mail to [redacted] If it has not been received by June 30, please let us know.
Final Consumer Response /* (2000, 16, 2015/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] received payment and everything is fixed.
Thank You

Complaint: [redacted]
I am rejecting this response because:
The company is not covering items on the warranty. I want full repair as covered or a full refund.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/04) */
We have received the Revdex.com email dated August 3, 2015 enclosing the complaint of [redacted] regarding the denial of coverage for certain repairs to her 2004 Chevrolet Tahoe under her Wheelz Vehicle Service Contract.
A...

review of American Auto Guardian, Inc.'s ("AAGI") file indicates that [redacted] from Kingdom Chevrolet contacted AAGI on June 15, 2015 because of a transmission problem with Ms. [redacted]'s vehicle. AAGI sent an independent inspector to determine the cause of the problem. The inspector found that wear and tear to the fluid pump stator bushing damaged the transmission.
Ms. [redacted]'s Wheelz Vehicle Service Contract provides in Section G, "EXCLUSIONS", in Paragraph # 17, and in the definition of "Breakdown," that failures due to wear and tear are not covered unless the optional wear and tear coverage is purchased. Ms. [redacted] did not purchase that optional wear and tear coverage. Based on the inspection report and the language of the Wheelz Vehicle Service Contract, AAGI then properly denied coverage for the transmission repair.
On July 31, 2015, AAGI received from [redacted] Kia Ms. [redacted]'s request that her Wheelz Contract be cancelled. AAGI is processing her request, and a pro rata refund of the unused portion of her coverage term will be made according to the terms of her contract within the next two weeks. Ms. [redacted] should contact [redacted] Kia regarding the status of her refund if she has any questions.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
the warranty was sold to me through [redacted] kia and it wasn't explained that there were stipulations it was said that I was covered for any transmission and engine failure

We have received the Revdex.com email dated May 23, 2016 enclosing the complaint of [redacted] regarding the denial of coverage for certain repairs to his 2008 [redacted] under his [redacted] vehicle service contract.A review of American Auto Guardian, Inc.’s (“AAGI”) file...

indicates Tara from Terry [redacted] contacted AAGI on May 18, 2016 to start a claim.  Unfortunately, AAGI initially believed that there was no coverage because Mr. [redacted] vehicle was not 4 wheel drive.  Upon learning that the vehicle was 4 wheel drive, AAGI approved coverage for the failed wheel bearing.  AAGI will be reimbursing Mr. [redacted] directly for the $525.57 cost of the repair less his $100 deductible, for a total reimbursement of $425.57.AAGI apologizes for any inconvenience that Mr. [redacted] may have incurred.

Mr. [redacted] vehicle service contract provides in paragraph 6 of the Cancellation Section that a cancellation fee of $50 and paid claims are deducted from any cancellation refund.   Based only on the unused term of the [redacted] Contract, Mr. [redacted] refund would have been $748.98 after...

deduction of the $50 cancellation fee.  However, AAGI paid $3,936.11 in claims under the [redacted] Contract.  Consequently, after deducting paid claims from the cancellation refund, no amount is due Mr. [redacted].

Complaint: [redacted]
I am rejecting this response because:this claim was originally denied while at [redacted] Chrysler without knowing any cause of failure. [redacted] notified me that they denied the claim because the bolts broke. The warranty company did not want to do anything with the claim at that point. So since the problem WAS present in October and the cause of failure is covered then by all means this should still be covered. AAGI should not be side stepping this issue as it was known back in October. I even offered [redacted] that I pay for the bolts on Jan. 5, 2018 and his response was, "we just aren't going to cover anything!" At this point AAGI is completely wrong, has been completely wrong and shouldn't have any choice but to pay for repairs that they already knew about! Even the dealership that I purchased the truck from said AAGI should be paying for the repairs. And I believe they are considering no longer doing business with AAGI. That's how disappointed everyone is with this company!
Sincerely,
[redacted]

Complaint: 10961200
I am rejecting this response because:  The bolts are part of the manifold, in that you cannot have one without the other.  Also the contract specifies that mounts are covered but does not specify what is defined as mounts.  It also does not specifically rule out the bolts in any particular covered parts. The contract rules out rubber lines but not metal lines.  The metal lines are needing replaced, it's irrelevant that they have rubber at the ends. I read past complaints against Wheelz and one specific complaint addresses the same issue, that Wheelz refused to cover a metal line because it had rubber at each end.  Wheelz compromised and covered the lines.  Wheelz is not trying to rectify this situation at all just reciting back which contract we have and once again refusing to cover anything.  I will be seeking a FULL COMPETE refund of the contract. I refuse to fight with a company every time I have a mechanical failure. 
Sincerely,
[redacted]

We have received the Revdex.com e-mail dated December 17, 2016 enclosing the complaint of [redacted] regarding certain repairs to her 2006 GMC Envoy under her [redacted]ehicle Service Contract.   On December 13, 2016, American Auto Guardian, Inc. (“AAGI”) received calls from [redacted]...

at a repair facility and Ms. [redacted], individually. AAGI explained to both parties that all claims require prior authorization, and we instructed both parties to have the repair facility start a Repair Order, obtain the contract holder’s authorization for diagnosis and then call AAGI with the diagnosis and estimate for the repair.   Ms. [redacted] purchased her Wheels Contract on November 29, 2016.  AAGI explained that, although we do not have all of the contract documentation from the selling dealer, AAGI could start a claim and authorize all covered repairs.   When [redacted] at Ms. [redacted]’s chosen repair facility called on December 13, he did not provide any contact information and we have not heard back from him.  We request that Ms. [redacted] have her repair facility contact us with their diagnosis and repair estimate so that a claim can be started, and processed in accordance with the terms of her [redacted] contract.

We have received the Revdex.com email dated January 10, 2018 enclosing the complaint of [redacted] regarding the denial of coverage for certain repairs to his 2009 Dodge RAM under his AutoGuard Limited Warranty.   A review of American Auto Guardian, Inc.’s (“AAGI”) file indicates...

that [redacted] at [redacted] Chrysler called AAGI on October 13, 2017 regarding coverage for the Dodge RAM’s exhaust manifold, exhaust manifold gasket, and the fasteners for the exhaust manifold. AAGI told [redacted] that the exhaust manifold and manifold gasket were covered items, but that the fasteners were not. AAGI also told [redacted] that the AutoGuard Limited Warranty excludes from coverage any covered part that fails due to the failure of a non-covered part. [redacted] informed AAGI that he was not ready to start a claim at that time.   On December 20, 2017, [redacted] from [redacted] Chrysler Dodge Jeep contacted AAGI to start a claim because a ticking noise was coming from the engine area.  Even though Mr. [redacted] AutoGuard Limited Warranty had expired on November 23, 2017, AAGI started a claim because of the October 13, 2017 conversation with [redacted].   AAGI sent an independent inspector to determine the cause of the noise and the extent of any damages. The inspector found that the vehicle had multiple broken fasteners on both exhaust manifolds. The inspector’s report stated that the cause of the failure was “breakage of various exhaust studs and bolts resulting in the leakage of exhaust gases. This also resulted in warped manifold as a result of the uneven clamping forces on the manifolds.”    Mr. [redacted] AutoGuard 3 Months/3,000 Miles Powertrain Limited Warranty provides in Section F, List of Covered Parts, that “COVERAGE IS LIMITED TO THE PARTS LISTED UNDER THE POWERTRAIN COVERAGE.” The fasteners are not listed as covered items under Section F. Additionally, the Limited Warranty provides in Exclusion 2 that breakdowns caused by the failure of non-covered parts are not covered.   Based on the language of the AutoGuard Limited Warranty and the inspection report, AAGI properly denied coverage for the exhaust manifold fasteners and exhaust manifolds.

Complaint: [redacted]
I am rejecting this response because:then this should be covered as [redacted] Chrysler failed to start the claim. Obviously the problem existed and was acknowledged by your company. Plus AAGI wanted the truck at [redacted] Dodge so this repair could be inspected and repaired. The exhaust manifold and all associated parts are covered according to YOUR warranty. You have no choice but to pay for the repairs.
Sincerely,
[redacted]

The claim was not denied at [redacted] Chrysler, as the repair facility indicated that it did not want to start a claim at that time. More than 2 months passed before Mr. [redacted] brought the vehicle to [redacted] Chrysler to start a claim.  As indicated above, even though his Limited Warranty had expired, AAGI still considered his claim.  The inspection report and the plain language of the warranty showed that the claim was not covered.